Operations Lead

Operations Lead 🐾 About Fetch Fetch is how modern pet parents give their pets the best care 🐶🐱. One pink app 🩷 for insurance, health, and care – easy, fair, and kinda fun. We’ve raised our Series A from Lightspeed and Airtree, customers love us (rated #1 by Choice Magazine!), and we’re growing fast. We’re looking for an ambitious customer operations leader to build and lead our customer-facing team while designing the systems, automation and processes that scale an exceptional experience for every pet parent. Location: Sydney (Hybrid) or Remote Employment type: Full-time Compensation: Competitive Series A salary + meaningful equity 🚀 Your role Lead and scale one of Fetch’s core frontline functions. This is a hands-on operational leadership role, for someone who loves building. You will own the day-to-day performance, rhythm and standards of a critical function such as Claims or Onboarding. You will lead a frontline team delivering amazing customer outcomes through our app-first, AI-supported model. We are still small enough that your impact will be obvious but big enough that structure, discipline and clear accountability matter. 🎯 What You’ll Do Lead performance Coach and develop a high-performing frontline team Set clear expectations and run consistent 1:1s and performance conversations Build engagement while maintaining high standards Own daily operations Manage queue performance, workflows and capacity Protect service levels and turnaround times Step into complex cases and escalations when needed Build the operating system Help design metrics, dashboards and weekly cadences Turn messy reality into simple, scalable systems Work with our technical vet leads to build playbooks and training so “great” is consistent Improve and automate Partner with Product and Engineering to automate the right work Help design effective human + AI workflows with clear handoffs and escalation paths Use operational insights to drive system and process improvements Protect quality and fairness Ensure processes are followed consistently Oversee complaints and escalations within your team Maintain strong alignment with Technical Leads and Risk & Compliance You will carry clear accountability for team engagement, operational performance, quality and compliance. 💖 Why You’ll Love It You will shape how a modern digital insurance operation runs You will lead a high-impact team You will influence product and automation decisions directly You will help to build systems and products that thousands of pet parents rely on 🧠 About You You combine operational discipline with practical leadership and high agency. Have built or scaled operations in a startup or high-growth environment Have led frontline teams and delivered measurable performance improvements Are comfortable running metrics, dashboards and workforce management systems Think in systems and improve them relentlessly Have experience in a regulated environment such as insurance, health or fintech Are confident having performance conversations Stay calm and decisive in ambiguity Evidence of delivery of amazing customer service Pet insurance experience is helpful, not essential. 🎁 What it’s like here Competitive Series A salary + meaningful equity Hybrid working 5 weeks annual leave Two team get-togethers each year Office dogs for cuddles and interruptions 🐶 ✉️ How to Apply Send us your CV and a short note covering: The best operational system, process or workflow you’ve built (or rebuilt) and what you changed The most “magical” customer or claims experience you’ve given someone What you’d fix first at Fetch, and why